BRITISH  SCAREWAYS

TO: BRITISH AIRWAYS
ATTN: CUSTOMER SERVICE
SUBJECT: COMPLAINT
FROM: George Howard, U S Diplomat, US EMBASSY KUWAIT
  PO Box 24
  APO AE - 09880-9000
 

I am writing this letter in reference to a devastating and horrible experience I had with BRITISH AIRWAYS.

 On  the morning of 24 March 1999 I received a Red Cross message that there had been a death in my family and my presence was needed.  The US Embassy immediately began coordinating my travel arrangements.  AL-Rashed International travel was working with BRITISH AIRWAYS to get a confirmed reservation.  At 5PM on the 24th of March I was informed that I had a confirmed reservation on British Airways Flt 156 @ 0150 25 March 99.  I purchased the ticket for $1,830.00 an showed up at the airport three (3) hours prior to departure.  I immediately noticed  the British airways Agents were very disorganized.  Mr. Sharif, British Airways Agent took my ticket and passport gave it to another agent and walked away. I waited and watched the agents pass around my documents for 1 ½  hours and nothing was being done.  I continuously asked what the problem was and why I wasn't being checked in and was given no definite answers.  During this period of time I observed other passengers being checked in with no problem.  After more time passed I was finally told that the flight was overbooked and I would not be able to make this flight.  I explained about the death in my family and the information was in the computer.  I stressed that I really needed to make this flight.   I was told that my emergency situation was of no concern to British Airways and would have wait until the next day to get a flight.  I remained at the airport until 3am trying to get something definite from British Airways agents.  I was finally told that I would be on the next days flight and all connections and flight numbers  would be the same.

 On the next day, I again arrived three (3) hours ahead of departure time.  British Airlines was just as disorganized as the night before and didn't seem to know what to do with my ticket.  After approximately an hour I  was told that I could make the flight and all times and places for connections would be the same as the day before. After arriving at Heathrow Airport London I went to the United Airlines counter to check in for my flight to Chicago on Flt. # 939.  I was told by agent Dominic Falleiro that I did not have a reservation on Flight #939 to Chicago.  I explained that British Airways had made the reservations and confirmation for this flight.  I also showed him my baggage checks that showed the route my bags were going which corresponded to the ticket I was holding.  I suggested that he call British Airways and try to find out what had happened.  He refused to make any inquiries to British Airways until I insisted that he do so.  I accompanied him to the British Airways counter where I was told once again that I had no reservation and would have to wait until they did some checking to find out what had happened.  After  about an hour Ms. Jane Young (British Airways Agent) told me that it appeared that a reservation had been made by their airlines with United, but it had been cancelled and she was confused about why since my bags had been checked through.  Ms Young told me she would have to do another ticket but it would have to be through the Gatwick airport which was 1 hour away by bus.  She said I would first have to go to the baggage area to get my bags, claim them, go through customs and then catch the bus to Gatwick.  It  was 9:15am and the flight from Gatwick would leave at 11:00am.  Another British Airways agent, who was supposedly assisting Ms. Young by the name of Julia Chistodoulou made a statement upon hearing about my flight being due to a death in the family that "as long as you get there in the end Mr. Howard, that is all that matters".  As a customer service agent, I think this was a very insensitive remark that showed no concern on the part of British Airways as to whether a person has an emergency or whether they arrive at their destination on time.

 After completing the tasks which had been told me by Ms. Young, and certainly  without any assistance from British Airways personnel, I arrived at the bus departure only to be told that the bus was broken down.  I had to wait another 15 min. in very cold and rain for another bus which when it did arrive had a broken heater. I arrived at Gatwick airport 15 minutes before Flt 2289  to Phoenix departed.   I again attempted to check in and was told I had no reservation.  Once again I explained my situation to the agent.  She tried to sort out the problem realizing that she only had 15 min. prior to departure, but to no avail.  She then told me to go the aircraft, which was some distance away (Gate #63), and try to board while she continued to sort things out. My nightmare didn't end because upon trying to board I was told that I had no seat and to stand in the Jetway until something could be done.  Even though I was totally stressed out by this time, I stood in the cold Jetway and waited.  Finally I did get a seat and departed for Phoenix on Flt # 2289. Upon arriving in Phoenix I attempted to check in on America West Flt. 2290 (America West) to San Jose, Ca. And was again told I did not have a reservation.   This required another explanation to another agent and total frustration on my part while this agent went through the sorting out process and finally got me on my flight.

 Upon returning to Kuwait I was informed by the U S Embassy Travel Office that the manager of the British Airways office had called them and complained that after going out of their way to get me a confirmed reservation on the 25th of March, I VOLUNTERRED to take a later flight and it didn't appear that I had an emergency.  I immediately went to the British Airways office to set the record straight and spoke to Ms. Sonia Ashlan. She checked the records and found  that in fact I had been offloaded against my will and it was documented that I had an emergency. This was a case of the manager trying to cover up the irresponsible conduct on behalf of British Airways and the extent they will go to make the consumer look bad.

I have heard that the average person comes in contact with at least 75 people every month and bad news travels fast.  When anyone asks me about my worst travel experience in my twenty five (25) years of frequent traveling, I would have to say my British Airlines flight from Kuwait to San Jose, ca.  I sincerely hope that no one else has to experience this type of treatment, especially during a time of bereavement.  I also hope that you take my letter seriously and make the series of problems that I experienced the exception and not the rule when traveling with British Airways.  I have been left with the bitter taste in my mouth that I was at the mercy of an airline that has no focus on quality or customer service…only the bottom line…Profits!
 

Sincerely,
 
 

George Howard
 
 
 
 

Cc: U.S. Dept of Transportation
Aviation Consumer Protection Division
U. S Department of Transportation
Room 4107, C-75
Washington, DC 20590

Al-Rasheed International Travel
Fahed Al-Salem Street
Kuwait

British Airways
Customer Relations
PO Box 81 Safat
13001 Kuwait

British Airways
Customer Relations
PO Box 10 (S506) Heathrow Airport
Hounslow Middlesex TW6 2Ja